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Ermir Shakaj
Ermir Shakaj
Member Since: 26th Nov 2019
Blogger
Ermir Shakaj
Senior Solutions Consultant Genesys
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3rd Mar 2020

Find the balance of live agents & self-service

What’s not to like about the idea of contact centre automation? After all, every daily task that takes five minutes costs over 20 hours a...
Blog
20th Feb 2020

Mastering customer service digitisation

Keeping up with always-connected customers is one of the biggest challenges going. They expect brilliant service, simple digital journeys...
Blog
13th Dec 2019

Why tools & tech CAN tackle employee engagement

Raising the bar on customer experience (CX) requires a specific set of enablers. While it’s easy to get consumed by strategy, process and...
Blog
26th Nov 2019

Serving your customers' emotional needs

We all like to think our buying decisions are totally rational. Yet, according to Professor Gerald Zaltman of Harvard, 95% of purchases are...
Blog

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